VMware Storage Virtual Appliance for vSphere 5.x, 6.x

Program Guide, v2.0

VMware Proprietary and Confidential 1

Copyright © 2018 VMware, Inc. All rights reserved.

VMware is a registered trademark or trademark of VMware, Inc. in the United States and/or other

jurisdictions. All other marks and names mentioned herein may be trademarks of their respective companies.

VMware, Inc. 3401 Hillview Avenue, Palo Alto, CA 94304 USA. Tel: 877-­­486-­­9273 Fax: 650-­­427-­­5001

VMware Proprietary and Confidential 2

Table of Contents

1. INTRODUCTION 5

1.1 OVERVIEW OF THIS GUIDE 6 1.2 GENERALPARTICIPATION REQUIREMENTS 6

1 MEMBERSHIP SIGNUP; RENEWAL AND TERMINATION 7

2.1 JOINING OR RENEWING PROGRAM MEMBERSHIP 7

3 PROGRAM COMPONENTS & PROCESS FLOW 7

3.1 PROGRAM GUIDELINES & PRODUCT ROADMAPS 9 3.1.1 PROGRAM REQUIREMENTS AND PLATFORM EXTENSIBILITY PROGRAM AGREEMENT 9 3.1.2 PROGRAM FEES 9 3.2 PRE-­­RELEASE DEVELOPMENT AND CERTIFICATION ENGAGEMENT 9 3.2.1 ENGINEERING SUPPORT 10 3.2.2 VMWARE PRODUCTS AND DEVELOPMENT KIT 10 3.3 RELEASE LOGISTICS 13 3.3.2 HOSTING 15 3.3.3 VMWARE COMPATIBILITY GUIDE (VCG) POSTING 15 3.3.4 SUPPORTING DOCUMENTATION REQUIREMENTS 16 3.3.5 VMWARE READY LOGOS 16 3.4 POST-­­RELEASE ACTIVITIES 17 3.4.1 PARTNER SOFTWARE SUPPORT POLICY 17 3.4.2 SUSTAINING POLICY 20

3.4.3 VMWARE WORKBENCH, DEV KITS, AND CERT KITS SUPPORT LIFECYCLE POLICY 21

4 RE-­­VALIDATION 22

4.1 VMWARE PLATFORM TRIGGERS 22 4.2 PARTNER PRODUCT TRIGGERS 22 4.3 COMPATIBILITY/EQUIVALENCYCLAIM PROCESS 22

CONTACT INFORMATION 22

VMWARE RELEASE MILESTONES 22

APPENDIX A: QUESTIONS TO DETERMINE RE-­­CERTIFICATION 23

APPENDIX B: KEY WEB LINKS 25

PRODUCT-­­SPECIFIC INFORMATION 25 VMWARE PRODUCT DOWNLOADS 25 GENERAL SUPPORT RESOURCES 25

APPENDIX C: TRANSFER OF INFORMATION (TOI) 26

APPENDIX D: SUPPORT FLOW CHART -­­ CUSTOMER CONTACTS VMWARE 21

APPENDIX E: SUPPORT FLOW CHART -­­ CUSTOMER CONTACTS PARTNER 22

GLOSSARY OF TERMS/ACRONYMS 23

1. Introduction

Welcome to the VMware Storage Virtual Appliance for vSphere 5.x, 6.x (“SVA”, or the “Program”). Starting

on August 31, 2015, the Partner’s participation in the Software-­­Defined Data Center (“SDDC”) Foundation

and Integration Program, depending on the Program Category Option that Partner selects (either

“SDDC Foundation” or “SDDC Integration”), may include participation in the Program. Please refer to

the SDDC Foundation and Integration Program Guide to determine if this Program is included in the

SDDC Foundation or SDDC Integration Program Category Option, or in both.

Important Note: The tools, public APIs, and resources available to Partners under this Program are authorized for use only under this Program. Any other usage will not qualify for VMware certification or support. If your intention is to develop any other type of driver or module, please review the other Packages included in the SDDC Foundation and Integration Program to find the one that best fits your requirements. In the event that none of the Packages included in the SDDC Foundation and Integration Program qualify, please provide a description and block diagram of your solution to VMware. After evaluating your solution, VMware will contact you to provide further guidance.

1.1 OVERVIEW OF THIS GUIDE

This document explains the Program requirements, as well as the engagement, support, maintenance models and lifecycles of the Program. For more detailed certification requirements, refer to the relevant certification guides available on the Program website. Capitalized terms used in this Program Guide have the same meaning as defined in the Platform Extensibility Program Agreement (the “PEPA”) unless otherwise defined herein. To the extent there is any inconsistency between the PEPA, the Program Addendum, and this Program Guide, the documents will govern in the following order of precedent: the Program Addendum, the PEPA, and then this Program Guide.

1.2 General Participation Requirements

Partners must meet the following requirements to engage in the Program:

Establish and maintain membership in the VMware Technology Alliance Partner

(TAP) Program.

Sign the appropriate Program agreements as referenced below (“Agreement”) as

determined by VMware.

If the Partner joined prior to August 31, 2015 – the PEPA and Storage Virtual

Appliance for vSphere 5.x, 6.x Program Addendum entered into by VMware and

Partner will govern Partner’s participation in the Program.

If the Partner joins after August 31, 2015 – the PEPA and SDDC Foundation and

Integration Program Addendum entered into by VMware and Partner will govern

Partner’s participation in the Program.

PROGRAM REQUIREMENTS

Meet and follow product support requirements (see section 3.4);

Provide a complete set of documentation and binaries for all VMware Signed plugins;

Train Partner’s development and testing teams on ESX as specified in this Program Guide;

Package and distribute plugins in accordance with the Program release process (see section 3.3)

Update, maintain, and support the plugin in accordance with the Program

sustaining process (see section 3.4)

2 Membership Signup; Renewal and Termination

2.1 Joining or Renewing Program Membership

Program membership is effective and valid for the duration specified in the Agreement. Each

Program will be updated for each release of the corresponding VMware product that introduces

significant new functionality and during this process VMware may change the Program enrollment

requirements. Existing Partners will be allowed to continue to participate in the updated Program

only if they meet the updated Program enrollment requirements.

2.2 Termination of Program Membership

Upon termination of the Agreement, Partner’s Program membership is terminated. The Program collateral and Program website will no longer be accessible to the Partner. For details on termination, please review the “Term and Termination” section of the Agreement.

2.3 Removal of Program from SDDC Foundation and Integration Program

VMware may, at its sole discretion, remove the Program from the SDDC Foundation and Integration Program. In such event, Partner will no longer have access to the Program’s collateral or access to the Program website. However, the Partner’s access to the collateral and websites of other programs that remain as part of the SDDC Foundation and Integration Program will not change.

3 Program Components & Process Flow

The Program provides a full spectrum of resources to guide Storage Partners in developing,

releasing, and supporting plugins.

There are four Program components

- Program Guidelines and Product Roadmaps; - Development & Certification Engagement; - Release Logistics; - Post Release;

Program Guidelines Pre-­­Release Release Logistics

Engineering Distribution and

TAP Agreement Development Kit Landing Page Program Certification Kit VMware

Agreement Development Compatibility

Program Guide Consulting Guide

Access to VMware VMware Beta KB Article

Product & Certification Suite Support Dry-­­Run Platform

Figure 1: Program Components.

Post-­­Release Activities

TOI to VMware

GSS

TSANet for Mutual

Customer

Scenarios

Maintenance

The following sections elaborate the components of this Program.

3.1 Program Guidelines & Product Roadmaps

This component includes the non-technical components of the Program.

3.1.1 Program Requirements and Platform Extensibility Program Agreement

This Program Guide and the Agreement provide the terms and conditions of this Program. Partners must agree to the terms of these documents to participate in this Program. This Program Guide is subject to change. Qualification Requirements are specified in the product Certification Guide, which is posted on the Program website.

3.1.2 Program Fees

VMware may, in its sole discretion, waive any or all of the fees associated with this Program. For

exact fee amounts, please contact your VMware representative directly.

3.1.2.1 Program Entrance Fee

For Partners who joined the Program prior to August 31, 2015, the Program Entrance Fee previously paid by Partner is applicable to the specific version of the Program for which it was purchased and is a one­time, non-refundable, and non-transferable fee.

For Partners who join after August 31, 2015, the Program Entrance Fee is stated in the Program

Guide applicable to the SDDC Foundation and Integration Program.

3.1.2.2 Development Consulting Fee

The Development Consulting fee provides Development Consulting via the Program website. Partners may renew the Development Consulting services as set forth in the Agreement.

Please refer to the details here: https://code.vmware.com/services/program-guide

Please note: Partners are highly encouraged to avail themselves of this service. The Development Consulting fee enables Partners who opt for this service to post questions and gain access to VMware engineers. Engineers can answer questions regarding Partner Software development per the published specification.

Certification Log Submission, Support, and Equivalency Fee

Service Request (SR) if used to submit logs for review or for certification questions. Prior to submitting a SR, each Partner shall purchase from the VMware Store a certification log submission for log review per SR. A service description can be found in the datasheet for your Program on the VMware Store website: http://www.vmware.com/go/enablement

All Partners are required to pay the Log submission, support, and equivalency fees as applicable. This improves the cert review process and provides timely VCG listings. Details on how to purchase entitlements for the certification submission are provided as part of the Program collateral on the Program website.

3.2 Pre-­­Release Development and Certification Engagement

This Program component includes the tools and resources available for the development and certification of Partner Software. All of the tools are available via the Program website.

3.2.1 Engineering Support

Partners in the Program will have access to the Program website, which hosts the Developer Kit(s), which include code samples and other resources for developing the Partner Software. Additionally, availing of this support enables Partner teams to communicate with VMware about technical issues around development of the Partner Software. VMware provides development and testing consultation through the Program website, using collaboration tools, or via the telephone during pre-arranged conference calls. The Agreement will state the fees due for these services.

3.2.1.1 Partner Contacts

This Program uses a co-development process that requires Partners to identify a primary point of contact (such as a Program Manager) and an Engineering Manager and/or Technical Lead. Please complete the form in Appendix F: Sample Partner Contact Information Form and post the information in the “Documents” folder of your private project on the Program website. Please note that VMware does not publish the contact information on any public site.

3.2.1.2 Partner Internal Triaging Process for Suspected VMware Software Issues

The Partner’s Engineering Manager and/or Technical Lead shall review all suspected VMware software issues prior to the team engaging the VMware co-development engineers. Partner technical contacts shall include the internal assessment (including logs etc.) when filing a question for the VMware Engineering Team.

3.2.2 VMware Products and Development Kit

Partners will receive access to certain Pre-Release Materials and/or Development Kits, as determined by VMware. The current listing is set forth in Appendix H: VMware Pre-Release Material(s) and Development Kit(s). The Pre­Release Materials and/or Development Kits may be used only in compliance with the Agreement.

VMware provides access to the applicable Pre-Release Materials and/or Development via:

Official milestones, such as the official beta program for beta, RC, and GA milestones.

Unofficial milestones, which refers to any point in time other than beta, RC, and RTM.

To request access to such bits, please contact your EE Program Manager and provide a

short justification.

As part of unofficial­milestone build delivery, VMware provides beta­type builds. When choosing to use such builds, please note the following:

Only the ESXi installer bits are provided as beta-type builds.

Beta-type and release­type builds are built from the same VMware change-list, but

they do not have the same checksum.

Beta­type and release-type builds are functionally the same for development kit files;

checksum differences do not indicate a real difference.

Mixing different build types might lead to PSODs and unpredictable behavior.

Scalability and timing­sensitive functionality should be qualified only on release­type builds. Beta-type

builds include debugging code.

3.2.3 Certification

Partner Software certification is generally considered to be one of the most important parts of the development process. The Program Certification Guide sets forth the Qualification Requirements and is available on the respective Program website. The Program Certification Guide is designed to guide Partners in qualifying Partner Software to VMware standards.

The following links detail the certification levels and the support structure:

http://pubs.vmware.com/vsphere-

50/index.jsp?topic=%2Fcom.vmware.vsphere.upgrade.doc_50%2FGUID-27BBBAB8-

01EA-4238-8140-1C3C3EFC0AA6.html https://www.vmware.com/support/policies/thirdparty

This Program falls under the “VMware Accepted” level of certification for Partner Software testing. This level carries the guidelines and benefits shown in Table 1:

Table 1: VMware Acceptance Levels.

Acceptance Customer Support Testing Program

Process Flow

Level Provider

VMware VMware

Certification (Functional Appendix C

Certified Verification)

VMware Partner

Acceptance (Provider Appendix D

Accepted doesn’t misbehave)

Partner Partner

Partner-­­defined

Appendix D

Supported

Community None

None

No Support Flow

Supported

The certification process begins after a Partner develops Partner Software and has completed internal QA tests and is confident the Partner Software can pass the certification suite. Prior to fully running and submitting results, Partners must reserve a certification review slot (via the Program website). When making a certification review request, Partners are encouraged to complete the Partner Software capability matrix, which includes a questionnaire pertaining to the capabilities of the Partner Software as applicable. Once testing is complete, the Partner uploads the test results to VMware, using the Workbench plugin. VMware verifies the results and either certifies the Partner Software or denies certification with due justification.

For Partners developing Software with a Software Development Kit, revisiting the following to provide a superior customer experience is recommended:

Partner landing page recommendations

Recommended Partner Software documentation

Requested troubleshooting error codes documentation

Partner support statement and support policy

Product hosting information as applicable

Bundling of the Partner Software with documentation

Upon successful certification, VMware updates the VMware Compatibility Guide (VCG) website to include the applicable version of the Partner Software.

The Agreement requires that Partners (if they choose to distribute their Partner Software) distribute only Partner Software that has successfully passed the certification tests and Qualification Requirements under this Program. Customer or field complaints that reveal non­compliance will result in delisting the Partner Software from the VMware Compatibility Guide (VCG)

3.3 Release Logistics

This Program component covers activities related to the release and availability of

Partner Software developed and certified under this Program.

3.3.1 Packaging and Installation

This Section discusses some of the best practices and logistics of Partner Software packaging

and installation.

3.3.1.1 Packaging

VMware recommends that Partner Software be packaged as an executable, containing a self-extracting, self­installing file where applicable. Zip all Partner Software documentation as part of the Partner Software download bundle, but keep docs separate from the installer/executable. Keeping the documentation zipped separately makes doc updates possible without going through the re­test waiver process.

Ship Partner Software with the following documentation in a single compressed archive (.zip) file:

a. Release Notes with version-specific information for the following:

What was fixed

What was added

Known bugs

Release Note organization to stay consistent over time and versions, with history

included

b. Installation Guide and Configuration Guide, to include the following where applicable

Prerequisites. For example: Java run-time environment, .NET, etc.

Supported configurations with at least one simple, hardened test configuration,

which should allow the Partner Software to perform all functions (the “proof

case”).

VMware can use this example to confirm that there are no configuration issues in

the customer environment and triage the issues appropriately.

Any licensing assumptions spelled out explicitly; details of any encryption being

used.

Troubleshooting guide spelling out common error messages and typical

configuration misunderstandings.

c. Process explaining how to engage your support for the Partner Software, as follows:

Which logs to have handy and how to collect them

What Partner Software information to gather for each type of problem

(screenshots, array managers, replicated volumes, and so forth)

Contact protocol with URLs and toll-free telephone numbers

Any entitlement identity that might be required for support

Each and every version, release, patch, and hot fix of the Partner Software should clearly identify itself with a fully qualified and dated release signature, at least once for every request that it handles. (Make the release signatures clearly visible in the logs whenever the Partner Software is working and include a unique release signature, insomuch as the date and at least one node of the version should be different from all other released Partner Software.

Partner Software must have version number designations. This helps users quickly discern the version

without having to examine logs or open other windows or facilities.

Note: Be sure to remove all references to VMware trademarks or product names as

part of Partner Software name during installation and post-installation for

Partner Software listings.

3.3.1.2 Delivery to Customers

Once Partner Software has been packaged accordingly, Partners can then distribute their Partner Software to end customers from a page on their own website. The download bundle should contain all documentation that is listed as required under the Supporting Documentation Requirements Section. In some cases, VMware might have programs that distribute certified Partner Software from VMware.com. In this case, we recommend Partners package their Partner Software per the program specification.

3.3.1.3 Installation

During extraction or installation, Partner must present their End User License Agreement (EULA) to customers in a way that requires the customer to accept the Partner EULA prior to use of the Partner Software. If a user does not accept the EULA, the Partner Software must not install.

Customers must be presented with the option of opening documentation files after installation completes. The documentation should include a link to a webpage and customer help system that is maintained by the Partner. The customer must not be required to copy files to specific places, nor required to edit any files to configure the Partner Software.

3.3.1.4 Open Source and Encryption

Partners are expected to comply with all applicable third-party and free / open-source licenses and meet all applicable import, export, and re-export control obligations.

In the cases where VMware distributes certified Partner Software from VMware.com, Partners must follow the Program requirements.

3.3.1.5 VMware Signed Software

If Partner wishes to distribute Partner Software that meets Qualification Requirements, under this Program, VMware must digitally sign the Partner Software prior to general distribution. VMware will implement its digital signature onto properly certified modules at the end of the certification process and will deliver digitally-­­signed VMware Signed Software back to the Partner for general distribution. VMware will update the VCG to reflect any VMware Signed Software. “VMware Signed Software” means Partner Software that meets the Qualification Requirements and has been digitally signed by VMware.

3.3.2 Hosting

3.3.2.1 VMware Hosting

In cases where programs allow, VMware will host certified Partner Software on vmware.com, until the associated version of the VMware product has reached the end-­­of-­­life (EOL) phase. For more detail about product life cycle policies, including EOL dates, please visit:

http://www.vmware.com/support/policies/lifecycle/general/index.html Please refer to the Program requirements for packaging as specified in “Delivery to Customer” section.

3.3.2.2 Partner Hosting

Partners who choose to host Partner Software on their website are encouraged to consider the following recommendations for the Partner Software landing page.

Landing Page Recommendations:

Publicly available landing page (The link must be a live link and not result in a 404

unknown error or send users to a generic, “we can’t find the page you are looking for”

site.) It is OK for the landing page to require credentials to log in.

Viewable with standard browsers

Public statement of the Partner’s support policy for their certified Partner Software.

(Include a link to the support policy or information on how to get support.)

Stated support is not beyond VMware stated support (features, versions, array

models, etc.).

Link to VMware Compatibility Guide listings.

Static Information:

About VMware product text from VMware.com or VMware approved collateral.

3.3.3 VMware Compatibility Guide (VCG) Posting

Partners must officially state the combinations of versions of the VMware product. VMware reserves the right to conduct its own compatibility testing to validate Partner’s compatibility claims.

The compatibility for Partner Software that is “certified” is posted on the VMware Compatibility Guide website. VMware technical support is obligated to support Partner Software only with the equipment and management interfaces agreed between the Partner and VMware, contained in the VCG. Other clarifications for VCG posting:

VMware uses footnotes and Knowledge Base (KB) articles to document known Partner

Software incompatibilities. If an incompatibility is severe enough such that the Partner

Software is not supportable, the Partner Software is not posted on the VCG website

until a technical fix is provided.

VMware determines whether an incompatibility is sufficient to footnote or to deny a

certain posting, or to remove any listing at any time.

VMware removes Partner Software from the VCG listing upon Partner request or at its

own discretion.

In the spirit of joint support, VMware does not claim support for Partner Software

beyond those that are certified.

3.3.4 Supporting Documentation Requirements

VMware Support requests that Partners provide links to all relevant TOI material described in Appendix

E: Transfer of Information (TOI).

3.3.5 VMware Ready Logos

For eligible programs, once Partner has certified the Partner Software under the terms of the Program, the Partner may use the VMware Ready™ logo in their Partner Software collateral, as set forth in the Agreement. For details please refer to the https://www-review.vmware.com/partners/tech-alliance/vmware-

ready.html link. 3.4 Post-Release Activities

This Program component includes support and sustaining policies for Partner Software.

3.4.1 Partner Software Support Policy

Unless otherwise approved in writing by VMware, Partners must provide a public statement of their support policy for Partner Software that can be linked from the Partner-landing page. This public-facing statement should be ready and released prior to GA of the Partner Software, or, if not applicable, prior to posting of the certified Partner Software on the VCG.

Support and troubleshooting of all Partner Software is the responsibility of Partner as per Partner’s documented support policy.

For entitled support issues reported to VMware, VMware Global Support Services (GSS) assists customers in problem analysis and resolution. In the event the issue is diagnosed to be directly related to Partner hardware or software, GSS works with the customer to open a collaborative support request (SR) with the Partner. The support flow for the SR follows the VMware support process, as outlined in Appendix C: VMware Customer Contacts Support Flow.

3.4.1.1 Support Readiness

The goal for the Partner Software support policy is to ensure an excellent post-sale support experience for the mutual customer, and to drive best of breed customer satisfaction for Partner and VMware. In order for Partner and VMware to be successful with this goal and Program, VMware expects the Partner to provide the following:

A clearly defined process and escalation contacts between VMware Technical Support

and Partner’s technical support organizations, to engage each other for smooth

handoffs and collaboration for all SRs related to Partner’s Partner Software. This

process should establish a Senior Support Engineer­to-Senior Support Engineer

relationship. For critical escalation, this process should also provide an Escalation

Manager­to-Escalation Manager relationship.

Partner shall provide ability for VMware GSS to be able to open tickets directly with

Partner for the sole purpose of troubleshooting mutual customer SRs.

Partners shall ensure adequate support readiness and training of their support

organization to support the Partner Software. Partners must have a support

infrastructure in place to appropriately route and track all SRs related to their Partner

Software. Additionally, Partner technical support engineers must be trained to have a

reasonable understanding of the applicable VMware Partner Software, in order to

assist during troubleshooting during any collaborative support effort between

VMware and the Partner’s support team for a mutual customer situation. To provide

the best possible customer support, Partners must have one VMware Certified

Professional (VCP) support staff onboard. Partner support teams must be ready to

support the Partner Software at or before the general availability date of the Partner

Software.

Partners should appoint a designated technical support contact who is primarily responsible for the support relationship with VMware support organization. This person shall be responsible and shall act as a single point of contact for all support related activities, including escalations and management of the cooperative support process relationship. This person shall ensure the overall support readiness and training of their support organization to support Partner Software.

Communications of any changes, updates, patches, etc.to the Partner Software, are to

be communicated back to VMware at least 14 days before release to the general

public.

3.4.1.2 Hosting of Collaborative Technical Support Process for Mutual Customers

Partner agrees to post current valid support and escalation processes related to Partner Software as part of the VMware dedicated or custom Technical Support Alliance Network (“TSANet”). For the duration of a Partner’s participation in this Program, and to retain certification status, the Partner must maintain membership in the Technical Support Alliance Network. Please find the details at the “TSANet” website, https://vmware-­­tap.tsanet.org and as such join the VMware Private TSANet Community. Any issues found with Partner Software are handled by the corresponding Partner, as described in the Third-­­Party Hardware and Software Support Policy documentation at http://www.vmware.com/support/policies/ThirdParty.html.

Partner shall comply with specific terms and recommendations regarding validation, support, and

associated customer communication, as outlined in TSANet guidelines and in this Program Guide.

3.4.1.3 Partner Support Experience

Partner shall open a Support Request with VMware on behalf of an end user via the TSANet channel, when the customer support issue is specifically isolated to a VMware product, or only reproducible on a VMware platform. Partner must resolve the support ticket in accordance with the applicable support agreement between the customer and the Partner.

VMware GSS Product Support Teams do not support SDK APIs. During customer situations, if the issue requires troubleshooting of SDK API calls, then Partner should take the lead and work with VMware Developer Support in the background.

The Support Call flow for SDK API related issues is shown in Figure 2:

Figure 2: SDK API Support Call Flow.

3.4.1.4 Support Requirements and Process

General Support Terms:

Partners are requested to provide the “volume” information of customer support

issues reported against their Partner Software (open/resolved.)

Failure to fulfill and/or keep current with support requirements will result in non-

compliance from certification perspective.

Support Request Process:

End users can report software stability and performance issues to VMware. if they

have reason to believe this is a VMware issue and, provided that the Partner’s

software is listed on the VCG website.

For any issues related to the Partner’s Software, VMware shall initiate a request for

technical assistance from the Partner by following the Partner’s support process and

procedures posted on TSANet.

KBs (Knowledge Base articles) are recommended for all Partner Software issues or

knowledge that will help end users. VMware provides a link to KBs from the product

VCG. http://blogs.vmware.com/vsphere/2012/05/oldies-­­but-­­goodies-­­site-

­­recovery-­­ manager-­­setup-­­videos.html

http://kb.vmware.com/selfservice/microsites/search.do?language=en_US&cmd=di

spl ayKC&externalId=1014610

VMware and Partners shall work cooperatively to troubleshoot issues to resolution

(see also the flowcharts in Appendix C: VMware Customer Contacts Support Flow

and Appendix D: Partner Customer Contacts Support Flow).

3.4.1.5 Transfer of Information (TOI)

Partners are required to provide a training session with select VMware groups on the specifics of the Partner Software. For details regarding the content of the training, refer to Appendix E: Transfer of Information (TOI). Please note that the TOI and support readiness requirements must be met prior to VMware authorizing posting Partner Software on the VCG website.

3.4.1.6 Recommended Partner Training

To provide the best possible customer support, VMware recommends that Partners have one VMware Certified Professional (VCP) support staff on board. To become a VMware Certified Professional, please visit www.vmware.com/services/certification.html to learn about the required instructor­led courses.

3.4.2 Sustaining Policy

Partners are responsible for maintaining their Partner Software by fixing any bugs or security issues and by updating and/or upgrading the software to support new or existing applicable VMware product(s) in a timely manner, as long as the VMware support policy is applicable for that release.

Note that any major change to the Partner Software might affect the certification status. It is highly recommended that the Partner Engineering team work closely with the VMware Program Manager during the Partner Software sustaining process. See Section 3.4.2.1 “Hot Fix Process” for details on how to provide customers with a Hot Fix, as well as on how to re-­­certify a modified Partner Software.

Should the need arise to provide a customer an immediate fix to address an urgent issue (a “Hot Fix”), Partners must follow the process defined below. To make the Hot Fix available to all customers, Partners must either submit a full re-­­certification of the modified Partner Software or follow the process outlined in Section 3.4.2.1.

3.4.2.1 Hot Fix Process

VMware considers a Hot Fix to be a fix addressing a specific critical issue found by one or more customers. A Hot Fix is not a mechanism to add features or functionality to existing Partner Software. When a Hot Fix is necessary, the Partner generates the Hot Fix and notifies VMware that the fix was created, tested, and distributed to those experiencing the problem addressed by the Hot Fix. Partners are strongly urged to run at least a subset of the certification tests against a Hot Fix before releasing it.

Partners must provide a detailed description of the bug and its symptoms to VMware, so that VMware support can direct customers who file new reports of the bug to Partner. This information must be communicated to VMware by completing the Partner Software Hot Fix Notification Form, available on the developer collaboration site. Partner’s support organization shall distribute the Hot Fix on a customer­by-customer basis, via a non-public distribution mechanism. Partner shall also provide an estimate as to when the fix can be rolled into an update to the Partner Software, and shall request a review slot with VMware.

In cases where a Hot Fix is not widely distributed (posted version of Partner Software), Partners are

advised to track these customer distributions for support calls. Partner shall also provide the Hot Fix

itself to VMware, with instructions on how to install the Hot Fix. Any changes to the Partner Software

must be re-certified, as described in Section 3.4.2.2 “Re­Certification of Modified Partner Software.”

3.4.2.2 Re-Certification of Modified Partner Software

If a Partner modifies certified Partner Software, internal QA tests should run successfully before requesting the revised Partner Software to be considered by VMware for re-certification. Running all certification tests is recommended, but running a subset of the certification tests might be sufficient, if the following conditions are met:

Partner helps VMware understand the nature, scope, and impact of the changes;

Partner provides pointers to the user and reference documentation for relevant

versions used to build the Partner Software

Partner provides a list of changes and detailed explanations thereof.

Partners must complete a Re-Test Waiver form and submit this form along with any other applicable information (e.g., test results, source code, diffs, etc.) in the same folder where the Hot Fix notification form was submitted.

3.4.3 VMware Workbench, Dev Kits, and Cert Kits Support Lifecycle Policy

Details of this policy are available online at: https://developercenter.vmware.com/kits-­­lifecycle-

­­policy. Development Kits and Certification Kits support is dependent on the underlying vSphere

product support. The VMware product support policy can be found at:

https://www.vmware.com/support/policies/lifecycle.html.

4 Re­validation

4.1 VMware Platform Triggers

A new major release of ESX will require a full re-certification of any plugin. Partners will be

notified no later than the ESX beta timeframe of the upcoming release dates for the major

release.

4.2 Partner Product Triggers

Any bug fix or minor change to a plugin will require a re-validation of all or a subset of

these requirements. Major releases of array firmware will require a full re­validation;

additionally, minor releases and updates of array firmware will also require a full

re­validation if VMware determines in consultation with Partner that the changes will

affect compatibility between the array, plugin and VMware Products.

4.3 Compatibility/Equivalency Claim Process

As defined in the VMware Ready HCL qualification process (documentation available to

Partners on the VMware Partner Central website), Storage HW equivalency and compatibility

status may be granted to a new Partner array which interoperates with the Partner plugin. In

this case Partner will request a re­ validation of all or a subset of the plugin certification tests

if VMware determines, in consultation with the Partner, that any changes in the array will

affect compatibility between plugin and VMware Products.

Contact Information

Partners are required to provide contact information for the person who is the primary manager of the Partner relationship with VMware, as well as contact information for the technical manager of the

associated engineering projects and for the Customer Support Manager. All contact information is kept strictly confidential. For a sample contact information form that includes all required information elements, see Appendix F: Sample Partner Contact Information Form.

VMware Release Milestones

Membership in this Program is ongoing, and Partners are entitled to vSphere, vCenter, and vShield Manager update releases, as well as development and certification kit refreshes for the duration of their participation in the Program. Partners shall follow the VMware Maintenance Release Process.

Table 2 details VMware release life cycle naming conventions. It also lists activities Partners can perform with intermediate releases. When a release becomes available, communications are sent to all Partners via email with information on how to download the release.

Table 2: VMware Release Milestones.

VMware Definition

Partner Activities

Release Goals

Release Name

Get feedback

Early Access Early access code for Early development and compatibility and fix problems

early deployment. testing but not certification. found by

Partners.

Beta

RC

RTM

Beta release (for major and minor releases).

Release Candidate (for major, minor, update releases).

Release to Manufacturing (Restricted availability to OEM media kits and product release files provided per prior approval).

Perform development and compatibility testing but not certification, early certification kit available.

Perform official certification and make submissions. General release testing has ended. Only release-­­blocking defects will be considered. If RC software is installed, feedback is expected and should be returned within 21 days of build availability. Reported catastrophic or certification blocking issues including business justification will be considered for delivery in the product release.

NA

Get feedback and fix problems found by Partners and customers.

Enable certification testing so that Partner Software can be listed on VMware Compatibility Guide at GA.

NA

GA

General Availability (for Perform official certification and make

major, minor, update submissions.

patch releases).

General Availability of production-­­level product to all Partners and customers.

Partners are encouraged to engage in compatibility testing during beta or early access milestones to

identify bugs that might block certification after RC.

Appendix A: Questions to Determine Re-Certification For borderline cases where it is not obvious whether re-certification of the Partner Software is required,

VMware asks the following questions to facilitate a decision:

1. What are the CLI commands and/or API calls used in the Partner Software for communicating? List all in a table, with the respective parameters. See Table 3 (below), for an example.

2. For each CLI command, answer the following questions:

a. In the new array model or firmware/software version, is there any change with the

commands or parameters? It is OK for the new model to have more parameters for the same command, but the parameters must be interpreted in the same way as previously.

b. Does a command output differ from previous output, including content and

format? Any slight change here might break the parsing code in the Partner Software.

c. Does a command cause different behavior in the new setting? The command must

behave exactly as before. d. Does a command require different prerequisite conditions? Different prerequisite

conditions might lead to different results, and so must be carefully considered. e. Does a command produce different post conditions? Different post conditions

might need extra cleaning, or might create problems for other successive commands.

f. Does the privilege to run the command change? The Partner Software might fail

due to changes in a command’s required privilege level.

3. For API calls, answer the following questions:

a. Is there any change in the parameters from the previous model or firmware/software version? Any change in the API signature is likely to break the code. The meaning of the parameters should also not change.

b. Does the returned value or dataset differ from the previous model or version? The

meaning and data structure, if any, should be the same as before.

c. Does an API call behave differently from the previous version? The same API call

should display the same observable behavior in the new array.

d. Does an API require different prerequisite conditions? Different prerequisite

conditions might lead to different results, and so must be scrutinized. e. Does a command produce different post conditions? Different post conditions

might need extra cleaning or create problems for other successive API calls.

f. Does the privilege to call the API change? The Partner Software might fail due to

changes in an API call’s required privilege level.

If the answer to any of the above questions is YES, then re­certification is required.

If the answer is NO, re­certification is not required. However, Partners are advised to run corresponding versions of VMware Product Certification Suite (Stage 1) for a quick sanity check. If this fails, re-certification is required.

Note: This checklist covers only re-certification caused by new array model and/or firmware. It does

not include the cases caused by XML interface change.

Table 3: Example VMware (SRM Array Integration Product) Re-Certification Checklist.

CLI Command API Calls Parameter Output Behavior Pre-­­Condition Post-­­Condition Privilege

Appendix B: Key Web Links

Product-­­Specific Information Program website – Login required VMware Developer Center (DC): http://developercenter.vmware.com/

VMware Developer Center Partner Network (DCPN) Log in access for Developer Center Partner Network is via Developer Center. Click “DC Partner Network” in the top tab.

VMware Solution Exchange Marketplace (VSX): https://marketplace.vmware.com/vsx/

VMware Product Downloads VMware vSphere (ESX Server & VirtualCenter) Main Download Page: http://www.vmware.com/products/vsphere/

General Support Resources TAP Alliances -­­https://www.vmware.com/partners/tech-alliance.html My VMware -­­ https://my.vmware.com/web/vmware/login TSAnet -­­ https://vmware-­­tap.tsanet.org/ Technology-­­related information — such as knowledge base articles, documentation, and user groups— can be found at http://communities.vmware.com/ VMware Branding Guidelines -­­ http://www.vmware.com/help/usage.html Partner Central -­­ http://www.vmware.com/partners/partners.html VMware Flings -­­ http://labs.vmware.com/flings VI SDK support – www.vmware.com/go/sdksupport VCP training and resources – http://mylearn.vmware.com/portals/certification/?ui=www General VMware Documentation: https://www.vmware.com/support/pubs VMware Compatibility Guide: http://www.vmware.com/resources/compatibility/search.php?action=base&deviceCategory=san

18

Appendix C: Transfer of Information (TOI)

Partner TOI training for VMware Organizations (e.g., support, sales, sustaining engineering, QA, Alliances).

Partner will provide training to VMware on the specifics of supporting the plugins. A significant amount of

content can be handled through documentation which will keep an interactive information transfer to a

minimum. During the interactive session, the Partner should, at a minimum, show VMware personnel the

error logs from both good states and failed states, and explain the errors codes (or refer to documentation), so

that VMware has a basic understanding of what can be expected when it fields customer calls.

The session should have a duration of approximately 2 hours and should be done via WebEx or have some

other method that enables recording of the training session.

Information that should be documented for VMware with selected parts being presented at the TOI includes:

1. Licensing requirements (yes/no) ? If yes, please provide details

2. Prerequisites for plugin installation

a. SW prerequisites (perl, java, array mgmt servers, etc.)

b. HW prerequisites (array HW and firmware versions, visibility, credentials, etc.)

3. Plugin installation (step by step instructions)

4. Plugin initial configuration (config files, UI parameters, etc.)

5. Plugin behavior

6. Relevant troubleshooting guidelines

a. Error messages, what they mean, appropriate remedies

7. Array capabilities and basic administration

8. Need log files with known results

a. What can we expect when everything is running correctly?

b. Sample outputs from known negative conditions

9. Need log files with error messages with a verbose mode option (verbose option to be available but

turned off by default; it could be invoked when we could not make a good determination from the

default logs)

VMWARE CONFIDENTIAL 19

10. Users Guide/design document for errors

11. URL location where customers download the partner’s plugin:

12. URL location where customers can see their support policy for plugins.

13. Release Notes and Version Information. It should include information on known and fixed issues.

VMWARE CONFIDENTIAL 20

Appendix D: Support Flow Chart -­­ Customer contacts VMware

Customer reports issue VMW Support engages to VMW support. SR

(Support Request) partner via TSAnet

opened channel.

Partner Support

VMW support performs

No performs

troubleshooting troubleshooting

Resolved

Resolved

No

No

VMW product

Partner Support Partner’s

engages VMW via No

product issue

issue?

TSAnet channel.

Yes Yes

Partner’s R&D

Yes VMW R&D

investigation

investigation

No

No

Resolved?

Resolved?

Yes

No

Yes

Yes

VMW support

Partner performs testing to re-cert reports back to plugin

customer with a fix

Pass?

SR closed

Yes

Partner support Updated Partner reports back to plugin posted

customer with a fix on vmware.com

Partner’s support request is closed

VMWARE CONFIDENTIAL 21

Appendix E: Support Flow Chart -­­ Customer contacts Partner

Customer reports issue to Partner’s Support engage partner’s support.

VMW via TSAnet channel. (Partner’s Support

Request) opened

VMW support performs

Partner Support performs No

troubleshooting

troubleshooting

Resolved

Resolved

No

No

No

VMW product

Partner’s

issue?

product issue

Yes

Yes

Yes Partner’s R&D

Partner Support engages VMW via VMW R&D

investigation

investigation

TSAnet channel.

No No

Yes Resolved?

Resolved?

No Yes Yes

Partner performs VMW support reports

back testing to re-cert to customer with a fix

plugin

Pass?

SR closed

Yes

Partner support reports New Partner plugin

back to customer with a

posted on download

fix

site

Partner’s support request is closed

VMWARE CONFIDENTIAL 22

Glossary of Terms/Acronyms

CIMPDK Common Information Model Provider Development Kit

EE VMware Ecosystems Engineering

PRBA Pre Release Binary Agreement

SAN HCL Storage Array Network Hardware Compatibility List

SATP Storage Array Type Plug-­­in

SME Subject Matter Expert

TSANet Technical Support Alliance Network

VI Virtual Infrastructure

VIB vSphere Installation Bundle

VUM VMware Update Manager

vmdev.net A secure web-­­based collaborative development

environment used by EE to complete various types of

projects with partners.

Appendix F – VMware Pre-Release Material(s) and VMware Development Kit(s)

Under this Program, VMware may provide to Partner the VMware Pre-Release Material(s) or VMware

Development Kit(s) listed below. Partner’s use of the VMware Pre-Release Material(s) or VMware

Development Kit(s) is subject to the terms and conditions of the Agreement.

1. VMware Pre-Release Material(s): VMware vSphere 5.x, 6.x VMware vCenter Server 5.x, 6.x VMware Workbench 2.x, 3.x VMware Storage Virtual Appliance kit – Upon general availability release of this item, this will become a VMware Development Kit.

VMWARE CONFIDENTIAL 23